FullStory Disclosure

Maxio uses FullStory to record and replay user sessions, so that support and product teams can see how the application was actually used. This article explains what session replay captures, why Maxio uses it, and how to turn it off for your own account.

What session replay captures

Session replay reproduces one user's interactions with Maxio as closely as possible: mouse movements, clicks, typing, scrolling, swiping, and tapping within your browser session. It relies on the same standard technologies as tools like Google Analytics, and it is limited to your interaction with Maxio.

Why Maxio uses session replay

Faster support

When you submit a ticket about your data or about how the application behaved, session replay shows what led to it. You do not have to reconstruct the settings and conditions you were working with, which removes a round of emails, screenshots, and clarifying questions before anyone starts on an answer.

Product planning

Session replay works like a usability lab across the whole user community, rather than a small group in a controlled setting. Maxio can see which parts of the application work well and which do not, and act on that before you report it.

Why Maxio discloses this

FullStory gives Maxio the ability to watch how you use the application, which is worth stating plainly. Two pieces of context:

• Maxio staff with security clearance already review information in your account in the course of answering support inquiries. Logging is extensive, and records who changed what, where, and when for most of the data in your account.
• Maxio already uses tools such as Pendo to see which functions, buttons, and screens are used, how often, and when.

What FullStory adds is efficiency: support work moves faster, and Maxio can learn from how the whole user community uses the application.

Opt out of session replay

Session replay is on by default, and each user controls it for themselves. Opting out affects only your own sessions, not anyone else's in your account.

To opt out of session replay

1. Select your name in the top-right corner, near Help.
2. Select Profile.
3. Select Preferences.
4. Clear the Enable FullStory checkbox.
5. Click Save.

To learn more about the product itself, visit FullStory.